Dealing with angry customers

Instructor: Elicia de Jong


About the course

  1. Why customers get angry
  2. How to calm angry customers
  3. Understanding customers' problems
  4. Resolving problems
  5. When you cannot resolve a problem

Weekly events


This course will help customer support representatives, sales representatives, and claims adjusters resolve conflicts with angry customers efficiently and without undue stress.

About the course

Make sure you understand the policies and procedures governing this course and that you meet the requirements--before the first class. Also take a few minutes to get to know your instructor and and fellow students.

Grading criteria


Week 1: Why customers get angry (20 Mar 2000)
Events Readings Activities

(20 March 2000 at 20:00 GMT)

Post-lecture chat

Why customers get angry

I'm mad and you're to blame!

Decline in customer satisfaction in Europe, Asia, and America

Why do customers get angry?
Due: 25 March 2000

 Discuss why customers get angry.
Due: Anytime

Week 2: How to calm angry customers (27 Mar 2000)
Events Readings Activities

(27 March 2000 at 20:00 GMT)

Post-lecture chat

Role play calming an angry customer

Calming angry customers

Getting beyond anger

Share a customer complaint you have received
Due: 30 March 2000

Brainstorm how to calm angry customers
Due: Anytime

[There is a break between Weeks 2 and 5. This is just an example syllabus.]

Week 5: When you cannot resolve a problem (17 Apr 2000)
Events Readings Activities

(17 April 2000 at 20:00 GMT)

Brainstorm dealing with unreasonable customers

When you cannot resolve the problem

Dealing with unreasonable expectations

Simulate dealing with difficult customers
Due: 21 April 2000

Final exam
Due: Take between 19 and 22 April 2000

Weekly events

These events and activities occur every week, but may not be listed in the week's detailed description:

Lecture: Monday at 20:00 GMT. Required
Post-lecture chat: Immediately after the lecture
Open forum: Monday at 20:00 GMT
Discussion group: Open all hours


As you take the class, you may find these general resources useful:

About the instructor
Biographies of students

Course discussion group
Technical support
Administrative support


Assignments are due at midnight (00:00 hours UTC) on the day stated. For example, if we say an activity is due on April 15, then that would make it due by 7:00 PM (19:00 hours) New York time on April 14th (the evening before), or by 1:00 AM (01:00 hours) Berlin time on April 15th.

Lectures are required. We do not take attendance, but we do present information not available through readings or other resources.